Customer Service Supervisor

Job Summary:
The Customer Service Supervisor will be responsible for overseeing passenger assistance services, ensuring adherence to standards and guidelines, addressing service observations, monitoring terminal passenger peak periods, investigating complaints, supervising airport information desks, monitoring terminal standards, commercial assets, service providers, and ensuring compliance with regulations.

Job Responsibility:
- Supervise and oversee passenger assistance services, including special needs requests, unaccompanied minors, language support, and elderly passengers.
- Supervise the implementation of protocols for efficiently assisting passengers with various requirements and situations.
- Monitor terminal passenger peak periods and oversee resource support allocation to key areas.
- Investigate passenger and visitor complaints, identify root causes, and implement solutions to prevent future occurrences.
- Supervise airport information desks and digital information systems.
- Monitor terminal standards including queue layouts and address any prevalent issues.
- Monitor terminal commercial assets and ensure adherence to safety requirements.
- Supervise performance of service providers and ensure adherence to SLAs and policies.
- Ensure compliance with all regulations, standards, and guidelines.
- Implement strategies to enhance customer service quality and passenger satisfaction.
- Perform other job-related responsibilities directed by the Line Manager and business requirements.

Candidate Requirements:
- Bachelor's degree in a related field.
- Proven experience in customer service supervision.
- Strong knowledge of passenger assistance services in an airport environment.
- Excellent communication and interpersonal skills.
- Ability to handle and resolve customer complaints effectively.
- Knowledge of relevant regulations and industry standards.
- Strong leadership and team management skills.
- Flexibility to work in a dynamic environment and handle multiple tasks.
- Attention to detail and problem-solving skills.

Skills:
- Leadership: Build Strategic Partnerships, Lead and Empower, Achieve Results, Drive Change
- Behavioral: Commit to Safety, Champion Innovation, Prioritize Customers, Collaborate Effectively, Act with Care
- Technical: Terminal Operations Management, Baggage Operations, Project Management, Financial Awareness, Stakeholder Engagement